With COVID-19 drastically affecting the way in which we all work, it’s fair to say that the last six months have not been easy for the majority of businesses. Like you, we’ve been facing a constantly evolving situation and have needed to swiftly adapt to ensure we’re always on our ‘A’-game for when our clients, need us the most.
As a business that has a culture of being “For the People” we are delighted that our clients have recognised the excellent service our colleagues provide, leading to an independent accreditation for customer service in our largest ever Investor in Customers (IIC) survey.
What is IIC?
Investor in Customers (IIC) is an independent assessment, which analyses client feedback, level of customer service and the quality of the relationship between company and client. The results help us to identify how well we:
- Understand customer needs
- Meet customer needs
- Delight customers
- Create loyalty
Key highlights include:
- We had 6609 client responses which gave us a true representation of client feedback
- Our people make the difference in client service
- Clients want to learn more about the services we offer
- Clients understand the value our services provide
- We have gathered invaluable feedback which will help us continually improve
- We scored highly on the quality of our relationships
- We scored highest on fairness, integrity and honesty
Now we have your feedback, you can rest assured we’ll use it!
Anthony Gruppo, Marsh Commercial’s CEO, explains: “I am delighted at the positive feedback and results we have received from the survey. It’s great to see that our clients value our approach to customer service. However for us it’s not just about independent accreditation it’s about seeking feedback so we can constantly improve for the benefit of our clients.
“The feedback we receive will inform our business strategy in the year ahead. We will be rolling out action plans across the business to embed a cycle of continuous improvement as well as further developing the practices where we excelled. We’ll provide updates via our website so check back regularly to see our progress.”
We believe Investor in Customers is a positive opportunity to strengthen our relationships with our clients, as well as attracting high calibre colleagues as an employer of choice, so clients can be confident that we have some of the best in the business who are always on hand to help.
Overall Marsh Commercial achieved a Silver accreditation in this year’s IIC with some of our regions particularly excelling:
• North Region – Gold
• South Region – Gold
• Scotland – Silver
• Enterprise Centres of Excellence (ECOE) - Silver